Good evening, at the fairspin bookmaker I tried to withdraw an amount but due to an error they blocked my account, justifying that it was not validated and with wrong information and they blocked my account permanently. They let me make several deposits and I won, but they blocked my account, I want the amount I have there or the deposits I made.

Boa noite, no casa de aposta fairspin tentei fazer um levantamento de um montante mas devido a um erro que aconteceu bloqueram me a conta, justificando se que nao estava validado e com informa??o errada e bloquearam me a conta permanentemente. Deixaram fazer depositos varios e ganhei, mas bloquearam me a conta, quero o valor que lá tenho ou os depositos que fiz.

Dear Josefaria1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fairspin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the closure of your account? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good evening, dear tomas,

I played at the casino for over a month, I'm not sure exactly how long.

My account was blocked on May 9 or 10.

I knew it was blocked because I lost access to it.

I only played real money slots without playing any other games or betting.

No, I didn't use any bonuses to accumulate the balance, I just played for real money without any active bonuses.

I will send you a follow-up conversation with support to the email address provided.

Best regards

And thank you for your attention

José ****

Boa noite caro tomas,

Joguei no casino mais de um mes, nao sei ao certo tempo exacto.

A minha conta foi bloqueada em 9 ou 10 maio.

Soube que foi bloqueada pois perdi o acesso a mesma.

Joguei apenas ca?a niqueis a saldo real sem jogar outros jogos ou apostas.

Nao, nao usei qualquer bonus para acumular o saldo, foi apenas jogadas a saldo real sem bonus algum ativo

Enviarei se seguida a conversa com o suporte para o email fornecido

Melhores cumprimentos

E grato pela aten??o

José ****

Thank you very much, Josefaria1, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi Josefaria1,

I've reviewed your case and understand the situation. I will contact the casino to facilitate a resolution. I'm inviting Fairspin Casino to join this conversation.

Hello Peter! 

Fairspin Team is always ready to take part with any situation for the correct resolution of it. 

The situation with blocking of the member account of Josefaria1 really took place. 

The account has been permanently blocked without the possibility of recovery due to the results of the identity verification process.

The verification request was rejected because the documentation provided did not meet requirements.

Our platform strictly adheres to security and regulatory standards, requiring all users to submit valid and accurate documentation for verification.

Failure to comply with these requirements resulted in account closure.

In case of any additional questions or clarifications we will be ready to cooperate! 

Respectfully,

Fairspin 

Good evening, please tell me what wrong documents I have provided.

When I tried to validate the account, an error occurred and they blocked me without giving me the opportunity to send any documents.

Sincerely jose faria

Boa noite, entao por favor digam me que documentos errados é que forneci.

Quando tentei validar a conta ocorreu um erro e bloquearam me logo sem a oportunidade de enviar qualquer tipo de documento.

Atenciosamente jose faria

Hi all,

Thank you for your replies.

Dear Fairspin Casino team,

Could you please specify the issues and send supporting evidence to my email address ([email protected])?

Dear Peter,

We really appreciate your attention to this situation and are always ready to cooperate! 

Additional details about this situation have been sent to your email.

Our Team really hopes that this will help us to resolve the situation successfully. 

In case of any additional questions or clarifications we will be ready to cooperate! 

Respectfully,

Fairspin

Thank you, Fairspin Casino team, for your email. I replied and asked additional questions.

Dear Peter,

Our Team provided you with response to your latest request.

We really hope that additional information will help all of us with this situation. 

In case of any additional questions or clarifications we will be ready to cooperate! 

Respectfully,

Fairspin

Hi Josefaria1,

I'm waiting for the last piece of evidence and will keep you updated.

Dear Fairspin Casino team,

Could you please respond to my last email?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Peter,

Our Team provided you with a response to your latest request.

We hope that additional information will help all of us with this situation. 

Respectfully,

Fairspin

Thank you, Fairspin Casino team, for the evidence you provided.

Dear Josefaria1,

Based on the evidence from the casino, I'm afraid we have no other option but to reject your complaint. We can only recommend that you use your own documents for registrations in online casinos and play in your own name with your own funds in the future to avoid issues. I wish I could be of more help.

Best regards,

Peter